IT Service Desk Agent

4 weeks ago

Johannesburg, South Africa RTT Full time

PURPOSE

Maintain and Support Information Technology Systems at RTT Group Branches and Customer Sites

JOB OUTPUTS AND KEY PERFORMANCE INDICATORS

1.     Daily Tasks

  • Weekly rotational shift
  • Ensure your on-time arrival and availability on site at the RTT JetPark.
  • Perform various tasks as delegated by operations manager or supervisor.
  • Answer inbound telephone calls within 30 seconds.
  • Ensure all new incidents or requests are logged in a timely manner with accurate details of the reported fault or request.
  • Ensure tickets are accurately updated with details (investigation notes, and technical details).
  • Ensure assigned tickets are proactively managed and updated frequently.
  • Ensure clients and users receive updates on calls logged.
  • Verify, review, and allocate tickets in the inbound unassigned queue.
  • Ensure tickets are completed as per the Incident Management and Service
  • Request Management processes.
  • Create, Review and update knowledge base and standard operating procedure documents regularly.
  • Major incidents are escalated to either the service desk supervisor or operations manager and/or escalated to Infrastructure or Development teams where applicable.
  • Build and maintain professional relationships with customers and users.
  • Systems Monitoring and escalation - NOC (Network Operations Centre), Servers.
  • Facility checks and reports as scheduled (Warehouse floor, Boardroom, Printer, TNA/Access control, UPS and Network room checks).
  • Maintenance on equipment to improve equipment condition and lifespan.
  • Cable management and ensure all equipment is in a clean and usable state complying with RTT Group HSE (on rotational shifts).
  • Second line or desktop support (on rotational shifts).
  • Work cohesively and contribute to the success of the team.
  • Adhere to and comply with NWOW standards (Job cards, project admin and any future changes to be implemented).
  • Comprehensive handover to next operator on shift.
  • Tidy and maintain work area.

2.     Quality

  • Aid in maintaining relevant quality accreditations throughout the business (e.g., ISO9001).
  • IT hardware audits (sites and branches).
  • Ensure that technical and functional standards are adhered to. Report any suspicious or unauthorised activity.
  • Interact with users on a regular basis to establish new and/ or future requirements.
  • Ensure active communications and drive a high performing service orientated and collaborative culture in division, between divisions, and support functions.
  • Drive continuous improvement within area of accountability whilst ensuring compliance to applicable statutory and regulatory requirements.
  • Reporting: Daily, Weekly or Monthly reporting on Projects and IMACD to Regional IT Support Manager.
  • Facility checks and reports as scheduled (Warehouse floor, Boardroom, Printer, TNA/Access control, UPS and Network room checks).

3.     Support

  • Deal with first line support queries at RTT Group branches and client sites. As received or assigned via the call logging methods.
  • Provide remote, telephonic or in person support to RTT Group staff and customers within SLA.
  • Create, Review and update knowledge base and standard operating procedure documents regularly.
  • Weekly contact with branches as allocated. (Check-in with BM and assist with support related queries or requests).

4.     Continuous Improvement 

Requirements (Experience Qualifications)

  • High School (matric) (Required).
  • CompTIA A+, N+ (Beneficial).
  • OEM Certification (Beneficial).
  • Azure Fundamental (Beneficial).
  • M365 Certification or 1- 2 years’ experience (Install, Configure and troubleshooting).
  • Basic knowledge in server setup and maintenance beneficial.
  • ITIL Foundation (Beneficial).

Required Skills

  • Effective communication at all levels
  • People skills.
  • Information processing skills.
  • Analysis skills.
  • Critical thinking skills.
  • Reporting skills.

Required Competencies 

  • Ability to work under pressure.
  • Self-driven and accountable.
  • Emotional intelligence.
  • Problem solving.
  • Critical thinking.
  • Judgement decision making.
  • Adapt to change.
  • Result driven.

In view of the Employee’s position and responsibilities, the Employee shall invariably from time to time be required to work after his ordinary working hours, on weekends and/or official public holidays of the Republic of South Africa.

Rotational Shifts

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